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Wolters Kluwer
Wolters Kluwer
Sponsor pentru viza H1BAsistență medicalăConsultanțăJuridic
Wolters Kluwer dezvoltă informații profesionale, software și servicii pentru persoanele care lucrează în domeniul sănătății, dreptului, contabilității, fiscalității, finanțelor, auditului, gestionării riscurilor, conformității și reglementărilor. Produsele sale îi ajută pe medici, asistenți medicali și profesioniști din afaceri și domeniul juridic să organizeze activități complexe, să ia decizii informate și să facă față unor provocări exigente. Compania operează în peste 180 de țări și are mai mult de 21.000 de angajați, reunind expertiză în domeniul sănătății, al serviciilor juridice și al consultanței. Organizația sa de cariere sprijină oportunități pentru profesioniștii interesați să creeze instrumente și resurse informaționale utilizate în aceste sectoare.
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Locurile de muncă ale companiei

Associate Director of Customer Service

Lead customer success operations for CT Business Licenses, a business license compliance services provider. Drive growth, retention, operational results, and team development.

USStatele Unite ale AmericiiMOMissouriNYNew York
111.200 $ – 198.650 $ / an
HibridNormă întreagăSeniorLimbă Obligatorie: englezăAsistență clienți

Descriere

  • Serve as a strategic leader on the CT Business Licenses Leadership Team.
  • Set priorities and carry out plans that support growth, profitability, customer outcomes, and employee engagement.
  • Lead managers and teams responsible for Customer Success operations.
  • Turn portfolio strategy into clear plans, objectives, operating rhythms, and measurable responsibilities.
  • Account for performance across related teams, including service quality, timeliness, productivity, customer satisfaction, retention, and margin improvement.
  • Analyze customer feedback, operating data, and performance measures to spot trends, address root causes, and focus improvement efforts.
  • Build scalable processes, policies, standards, and controls that promote consistency, efficiency, and compliance.
  • Work with Operations, Sales, Product, Technology, Finance, and other stakeholders.
  • Direct responses to complex or high-impact customer issues.
  • Match staffing, capacity, budgets, and partner resources to business demand and service commitments.
  • Coach and develop managers and emerging leaders, with attention to feedback, succession planning, and accountability.
  • Lead change, ongoing improvement, and adoption of new tools and ways of working.
  • Bring the customer perspective into business decisions and turn insights into practical improvements.
  • Provide ongoing leadership for approximately six direct reports and their teams.

Cerințe

  • Bachelor’s degree required; an advanced degree is preferred.
  • At least 7 years of experience in customer service management and/or service operations.
  • At least 3 years of leadership experience.
  • Experience leading managers and multi-layered customer success, service, or operations teams in a complex, high-volume setting.
  • Experience coaching and mentoring team members.
  • A track record of managing high-volume customer service operations and leading successful teams.
  • Strong strategic and operational leadership capabilities.
  • A customer-focused approach and experience improving satisfaction, retention, and long-term value.
  • Strong business and financial judgment, including budget, capacity, and productivity management and margin improvement initiatives.
  • Ability to interpret operational and customer data.
  • Strong executive communication, influencing, and presentation skills.
  • Experience creating and scaling processes, performance measures, governance, and continuous improvement practices.
  • Demonstrated ability to lead organizational change and build engagement across onshore and offshore teams.
  • Working knowledge of regulated or compliance-driven services.
  • Experience with business licensing, filings, renewals, or entity compliance is preferred.
  • Familiarity with customer success platforms, workflow tools, reporting, and analytics is preferred.
  • Strong analytical and problem-solving abilities.
  • Excellent communication and interpersonal skills.
  • Experience in business license filing or a similar regulatory environment is desirable but not required.
  • Willingness to travel domestically for up to 20% of work time.
  • Must be based in or willing to work from Clayton, Missouri; White Plains, New York; or New York City.

Beneficii

  • Eligible for a bonus.
  • Medical, dental, and vision plans.
  • 401(k) plan.
  • Flexible spending and health savings accounts.
  • Commuter benefits.
  • Tuition assistance plan.
  • Vacation and sick time.
  • Paid parental leave.
  • Hybrid work model.
  • Domestic travel opportunities of up to 20% of work time.

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